Customer Experience Executive
Rocal Group are excited to share an opportunity to join us on a permanent basis in our Customer Experience team.
Our Customer Experience Executives deliver exceptional customer experiences at every touchpoint, proactively building and maintaining strong relationships with customers. You will get involved with order processing, quotations, amendments, service calls, and account management. The role also involves anticipating customer needs, identifying growth opportunities, and delivering proactive outreach to enhance satisfaction and drive loyalty.
Main Responsibilities
Proactive Customer Outreach and Account Management
Actively engage with customers to understand their needs, anticipate challenges, and offer tailored solutions.
Regularly check in with customers to ensure they are satisfied with their experience and identify opportunities for additional support or sales.
Build and maintain a deep understanding of key accounts, serving as the primary point of contact for escalations or strategic discussions.
Monitor customer activity and trends to identify and act on opportunities for upselling or cross-selling products and services.
Order Processing
Process all customer orders the same day they are received, ensuring accuracy and timeliness.
Identify and resolve order issues promptly, keeping customers informed of the resolution process.
Annotate any orders on hold with reasons and ensure follow-up actions are taken within 1 working day to maintain progress.
Customer Communication
Respond to all emailed inquiries on the same day of receipt. For inquiries received after 4 pm, ensure a response is sent the following working day.
Handle incoming telephone calls, addressing customer queries effectively or transferring them to the appropriate person/department.
Proactively reach out to customers for feedback post-transaction or service call, reinforcing a positive relationship.
Quotations and Amendments
Generate accurate and detailed customer quotations promptly, meeting customer expectations.
Process amendments with care, ensuring seamless updates to existing orders while maintaining a high standard of attention to detail.
Service Calls
Collaborate with the service team to address customer concerns and ensure timely updates on the resolution of their issues.
Proactively communicate service improvements or changes to customers, reinforcing trust and reliability.
Collaboration and Workflow Management
Work collaboratively across departments to adapt quickly to changing customer needs.
Liaise with internal teams, such as pricing, to gather required information to ensure all customer orders and requests are processed accurately.
Self-check all work before submitting for secondary checks, maintaining a high standard of accuracy and efficiency.
Issue Escalation and Continuous Improvement
Notify the Processing Supervisor of challenges or issues beyond the scope of the role to ensure timely resolution.
Contribute ideas and feedback to improve processes, customer satisfaction, and overall team performance.
Required Behaviours and Skills
Customer-Centric Approach: Demonstrates a proactive attitude toward understanding and exceeding customer expectations.
Account Management: Builds strong relationships with customers, fostering loyalty and identifying growth opportunities.
Attention to Detail: Maintains high levels of accuracy in all aspects of order processing and communication.
Problem-Solving: Quickly identifies issues and takes appropriate actions to resolve them.
Collaboration: Works effectively within a team and across departments to deliver seamless customer experiences.
Adaptability: Responds positively to change and adapts processes to meet evolving customer needs.
Professional Communication: Exhibits clear, professional, and effective communication skills with both internal and external stakeholders.
Sales-Oriented Mindset: Identifies opportunities for upselling or cross-selling while maintaining a strong focus on customer satisfaction.
Salary, Benefits, and Hours
£25,396 per annum
40 hours per week (Monday to Friday 8:30am to 5pm – please enquire if you require different hours)
Medicash medical cashback scheme
Free onsite parking
Company pension
Company events and staff engagement initiatives
Cycle to work scheme
Employee discount
Referral programme
Branded workwear
Annual Christmas shutdown
Death in service cover
High street and leisure discounts
Our Business
The Rocal Group encompasses Endurance Doors, Rocal Extrusions, and BDC Aluminium. United under one combined purpose and vision, we are proud to be defined by our unwavering commitment to delivering exceptional, quality products, and unparalleled service to our customers.
Established in 1993, Endurance Doors has grown into one of the UK’s leading manufacturers of residential entrance doors, fabricating over £35m worth of door solutions each year. Our dedication to excellence in both product craftsmanship and customer experience for our installer partners and consumers has rewarded us with a 4.8* rating on Trustpilot.
At Rocal, our team of over 250 talented professionals thrives in a collaborative, supportive, and dynamic environment, where individual strengths are celebrated and innovation is encouraged.
There has never been a better time to join the Rocal Group. Apply today or contact jobs@rocal.co.uk for more information.
